Freshworks CRM allows Admins to control permissions given to a user on the roles provided and create new roles based on the roles present in the organization.
How does this work?
As a company grows and onboards more users, there is always a need to regulate access for the team members. While a regional sales manager may need to view and edit records such as contacts, accounts, and deals or reports, but may not need access to delete the records.
Similarly, a Sales Development Representative (SDR) may need access to view and edit contacts, but may not need access to delete a contact or edit a marketing journey. In such cases, Admins can create roles that give the right permissions to users in the CRM.
Freshworks CRM provides 7 roles - Account Admin, Administrator, Restricted User, Sales User, Sales Manager, Marketing User and Marketing Manager. Admins can use these roles as a basis to modify permissions and create customized roles that suit the nature of their organizational hierarchy.
How to create customized roles in Freshworks CRM?
To create custom roles,
Go to Admin Settings > Roles
Click Create role. This opens an overlay that allows you to create a new role.
Provide the name of the role and choose the role whose permissions you want to be cloned, and click Save. You will be taken to a page where you can modify all permissions.
For example, you can create an SDR role by cloning the permissions from a Sales User and alter them to suit your business needs.
Click Next to proceed.
Choose the relevant permissions for the role. There are currently 9 categories of permissions which users can be provided:
Modules: Allows admins to configure module-level permissions for users. Admins can modify scope to one of the 4 actions:
1. View - View records based on the scope
2. Create - Create a record
3. Edit - Edit a record
4. Delete - Delete a record
This covers Contacts, Accounts, Deals, Tasks, and Appointments. Additionally, it will also contain module permissions for any custom modules that may be created.
In the case of our example, for an SDR, you can choose to allow access to View, Create, and Edit a record while disabling access to delete the record.
Actions: All record-related actions such as Import, Assign, Share fall under this category. Using Search records permissions, you can restrict users from searching for records under specific modules. For example, a vendor in the CRM who is given access only to the Contacts module can also be restricted to searching for records under the Contacts module alone. In the case of our example, for a Sales Development Representative, you can choose to allow access to all actions except importing and merging deal records. With the Access Views permission, you can restrict users to only view specific modules on the Left Navigation Bar and List Views. For example, if the Deals module is disabled under 'Access View', the Deals module will not be accessible for Users in the List View. Users can navigate to Account details page and create or view related deals.
Sales Goals: All permissions related to Sales Goals fall under this category. Admins can modify the scope to sales goals-related features by checking/unchecking the options.
In the case of our example, for a Sales Development Representative, you can grant the user access to view all team goals but enable access to create goals only for himself. Similarly, you can also disable access to 'Recalculate a goal'.
Analytics: All permissions related to analytics fall under this category. Admins can modify the scope to analytics or reports related features by checking/unchecking the options.
In the case of our example, for a Sales Development Representative, you can grant access to all analytics related permission except that of Export Deal Reports. This will allow the user to create reports but will not allow them to export a deal report.
Note: All permissions under analytics are dependent on the ‘View’ permission. For example disabling view permissions for 'Marketing Emails' would disable the Marketing Dashboard.
Emails: All permissions related to email functionality such as access to Sharing Email Templates, Setting limits for Individual emails and bulk emails fall under this category.
All shared templates are read-only for all users other than the creator of the template. Admin can restrict the sharing scope. The following options are available under sharing scope.
Private - User cannot share his templates.
Everyone - Public templates are shared to all users/teams/territories in the account.
My teams - User can select specific Team names to share with all users in that team.
My Territory - User can select specific territory names to share with users under those territories.
Connect your mailbox permission will be enabled by default for all roles.Admins can refrain their users from syncing their mailbox with the CRM by unchecking this option. If this permission is disabled, all the users associated with this role will not have permissions to connect their mailbox to the CRM. If the permission is disabled for a user who already has their mailbox connected to the CRM, they will retain their already synced conversations but their mailbox will be disconnected and the connect your email tab will display a message that the user cannot connect their mailbox.
Admins can define email limits for the following:
Individual emails or the transactional emails sent out per day
Bulk emails sent per day
In the case of our example, for a Sales Development Representative, you can choose to allow access to all actions except sharing email templates. This setting will hide the share option on the email template for the user. You can also set bulk and individual email limits for the user. This places a cap on the number of emails that the user can send from Freshworks CRM.
Note: Admin can also restrain the user from sending Emails from Freshworks CRM by unchecking the checkbox under Email custom roles.
Sales Sequence: All permissions related to Sales sequences such as access to Sales sequence page, ability to create and share sequences, and setting limits for the maximum number of emails sent via sales sequences falls under this category.
In the case of our example, we can allow the Sales Development Representative to view all Sales sequences while still restricting permission to create sales sequences only for contacts. Similarly, we can also choose to set the limit as 4000 emails per day as part of the Sales sequences.
Note: A user needs ‘View’ access to be able to access the Sales sequences page. Users who do not have Sales sequences ‘View’ access will still be able to add contacts to existing sequences by choosing the ‘Add to sequence’ option from the list view and the landing page of the record.
Marketing Lists: All permissions related to Marketing list such as access to lists, moving contacts to a list, copying contacts from a list, and deleting contacts from a list.
In the case of our example, we can allow the Sales Development Representative to view, create, and edit Marketing lists.
Marketing Campaigns: All permissions related to Marketing campaigns such as access to email campaigns, marketing segment s and journeys, journey and transactional emails.
In the case of our example, you can choose to grant access to the Sales Development Representative to perform all actions Email campaigns and transactional emails, however, grant only view permissions over marketing segments and journey emails. You can also hide marketing journeys.
Chat Settings: All permissions related to canned response and canned response categories, and managing files and chat.
In the case of our example, you can choose to grant access to the Sales Development Representative to perform all actions related to chat.
Phone: Permissions to access the phone widget.
In the case of our example, you can choose to grant access to the Sales Development Representative to access the phone widget.
SMS: All permissions related to SMS settings fall under this category. Admins can configure the permissions to send Individual and Bulk SMS by checking/unchecking the options. They can also configure the number of SMSes that can be sent per day.
In the case of our example, we can allow the Sales Development Representative to send a maximum of 500 Individual SMSes and 300 Bulk SMSes per day.
Collaboration: Permissions to collaborate on deals through CRM-Slack integration.
User Settings Permissions: All permissions related to User Settings falls under this category. Admins can configure access to a user's access to various user-specific features such as requesting a demo, creating a support ticket, downloading the mobile app, accessing the knowledge base, etc. by checking/unchecking the options.
Admin Settings Permissions: All permissions related to Admin settings falls under this category. Admins can configure access to Admin settings by checking/unchecking the options.
In the case of our example, for a Sales Development Representative, you can disable access to manage users or export data and restrict their role to access only workflows and territories.
Note: All permissions under reports are dependent on the ‘Access Admin Settings’ permission. Unchecking this option would disable Admin Settings functionality for the user and hide the buttons from the user’s Freshworks CRM application.
To modify permissions for individual fields, refer to this article.
6. Click Save to save the role.
How to add users to a customized role?
Go to Admin Settings > Roles
Click on role
In the permissions page of the role, click on the Assign users button. You will be presented with an ASSIGN USERS overlay.
Select a user by clicking on the check box next to the user.
Click Assign. The user will be assigned to the role.